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- Tasks: Support daily operations in complaints and risk management for Commercial Banking.
- Company: Join a leading bank focused on quality assurance and client outcomes.
- Benefits: Enjoy opportunities for growth, learning, and potential remote work options.
- Why this job: Make a real impact by improving client experiences and driving service enhancements.
- Qualifications: Strong knowledge of FCA complaint handling and experience in banking or financial services required.
- Other info: This role offers a chance to collaborate with various teams and enhance your professional skills.
The predicted salary is between 28800 - 43200 £ per year.
To support the day-to-day operational oversight of complaints, risk management, and regulatory processes across the Commercial Banking function. The Assistant Manager plays a key role in driving quality assurance, ensuring alignment with FCA/PRA standards, improving client outcomes, and supporting the Bank's first line risk and control responsibilities.
Key Responsibilities
- Lead the oversight of all banking complaints across Hampden products.
- Ensure consistent and compliant handling in line with FCA DISP and internal complaint procedures.
- Conduct regular thematic reviews and deep-dives into complaints data to assess client outcomes.
- Perform root cause analysis to identify trends, systemic issues, and process gaps.
- Collaborate with Operational and Client Service teams to implement corrective actions and drive service improvements.
- Maintain oversight dashboards and produce reporting for senior management and governance forums.
- Support the embedding and maintenance of the Risk Management Framework across Commercial.
- Ensure risk events are accurately recorded, categorised, and investigated in a timely manner.
- Work with frontline teams to strengthen internal controls and reduce operational risk exposures.
- Act as a key contact between Commercial and the Risk & Compliance functions to ensure alignment with second line expectations.
- Assist with the preparation of lending-related regulatory returns (e.g., PSD001/PSD007) ensuring accuracy and timely submission.
- Support the drafting and issuing of client communications including: Interest Rate Change notices, Annual Loan Statements, Statements of Fees & Charges.
- Ensure all client-facing materials meet regulatory standards and are delivered in a clear, fair, and not misleading manner.
- Identify, assess, and implement process improvements to enhance operational efficiency and data accuracy.
- Support the maintenance of up-to-date procedures and documentation for Commercial Services.
- Contribute to the delivery and ongoing management of the Commercial Training and Competence (T&C) framework.
- Assist in the tracking and monitoring of regulatory and audit actions to ensure timely closure.
Key Relationships
- Heads of Banking
- Client Services and Operations Teams
- Risk, Compliance, and Legal Teams
- Finance and Regulatory Reporting
- Product & Change Teams
Knowledge, Skills & Experience
Essential
- Strong working knowledge of FCA complaint handling requirements (DISP) and risk management frameworks.
- Experience in complaints oversight or risk control within a banking or financial services environment.
- Strong interpersonal skills with the ability to influence and engage across multiple stakeholder groups.
- Ability to analyse data, identify trends and translate findings into process improvements.
- Strong written communication skills, with attention to regulatory clarity and tone.
Desirable
- CeMAP qualification or equivalent.
- Experience with regulatory returns (e.g., PSD001/PSD007).
- Familiarity with core lending and commercial banking operations.
Oversight Complaints & Governance Assistant employer: Eden Scott
Contact Detail:
Eden Scott Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Oversight Complaints & Governance Assistant
✨Tip Number 1
Familiarise yourself with the FCA complaint handling requirements, especially DISP. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to compliance and quality assurance.
✨Tip Number 2
Network with professionals in the banking and financial services sector. Engaging with individuals who work in complaints oversight or risk control can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 3
Prepare to discuss your experience with data analysis and process improvements. Be ready to share specific examples of how you've identified trends and implemented changes that enhanced operational efficiency in previous roles.
✨Tip Number 4
Showcase your interpersonal skills during any interactions with us. The ability to influence and engage with various stakeholders is crucial for this role, so be prepared to demonstrate how you've successfully navigated similar situations in the past.
We think you need these skills to ace Oversight Complaints & Governance Assistant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Oversight Complaints & Governance Assistant position. Tailor your application to highlight relevant experience in complaints oversight and risk management.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with FCA complaint handling requirements and any previous roles in banking or financial services. Use specific examples to demonstrate your skills in data analysis and process improvements.
Showcase Communication Skills: Given the importance of strong written communication in this role, ensure your application is clear, concise, and free of errors. Pay attention to the tone and clarity of your writing, as this reflects your ability to draft client communications.
Tailor Your Cover Letter: Craft a personalised cover letter that addresses the key responsibilities outlined in the job description. Mention how your skills align with the company's goals, particularly in improving client outcomes and ensuring compliance with regulatory standards.
How to prepare for a job interview at Eden Scott
✨Know Your FCA Requirements
Make sure you have a solid understanding of the FCA complaint handling requirements, especially DISP. Being able to discuss these in detail will show your expertise and readiness for the role.
✨Demonstrate Analytical Skills
Prepare to showcase your ability to analyse data and identify trends. Bring examples of how you've used data analysis to improve processes or outcomes in previous roles.
✨Engage with Stakeholders
Highlight your interpersonal skills by discussing past experiences where you've successfully engaged with multiple stakeholder groups. This is crucial for the collaborative nature of the role.
✨Communicate Clearly
Since strong written communication skills are essential, practice articulating your thoughts clearly and concisely. Be ready to discuss how you ensure regulatory clarity in client communications.
